Senior Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Manage a designated portfolio of strategic client accounts

• Foster relationships with senior-level stakeholders within customer organizations

• Guide customers through the onboarding process and assist in establishing and achieving success criteria for adoption

• Advocate for the needs, goals, and desired outcomes of customers

• Create and uphold Customer Success Plans that outline objectives, outcomes, and timelines

• Address customer concerns and collaborate with internal teams such as technical support, product management, and engineering

• Assess HPE offerings to identify capabilities and gaps in relation to customer use cases throughout the engagement lifecycle

• Promote upselling initiatives and secure expansion opportunities within assigned accounts

• Recognize cross-sell opportunities and work in tandem with Sales Specialists

• Assist customers in maximizing the benefits of HPE solutions and facilitate their digital transformation initiatives

• Lead onboarding, adoption, continuous engagement, solution utilization, and measurable business value creation

• Travel occasionally for customer meetings, conferences, and trade shows

⛳️ Requirements

• Bachelor's degree or equivalent combination of education and experience

• Over 8 years of relevant work experience

• Demonstrated history in customer success management, overseeing large customer accounts, formulating customer success plans, and meeting customer success goals

• Act as a trusted advisor to clients and a mentor within the organization

• In-depth knowledge in the relevant field

• Familiarity with cloud operating models

• Comfortable providing support to customers in the Eastern/Central Time Zones and adapting to Eastern Time Zone working hours

• Occasional domestic travel of about 10–15% may be necessary

• Solid understanding of the technology sector, including trends, market dynamics, emerging technologies, cloud computing, and the competitive landscape

• Extensive knowledge of company offerings and capability to articulate their value proposition

• Insight into customer personas, industries, market segments, customer challenges, and goals

• Familiarity with customer success methodologies, frameworks, and best practices

• Understanding of customer-success financial metrics, including CLV and churn rates

• Leadership experience in coordinating account team members to achieve customer success

• Ability to collaborate across functions, including sales, product development, technical support, and marketing

• Awareness of industry regulations, data privacy laws, and compliance obligations

• Knowledge of HPE GreenLake, Advisory and Professional Services, and Managed Services

• Understanding of public cloud architecture and operational principles

• Familiarity with ITIL/ITSM

• Knowledge of Agile and DevOps concepts and methodologies

• CCSM Level 4 or higher certification is preferred

• HPE GreenLake ATP certification is preferred

• Preferred experience in project/program management

• An advanced university degree or MBA is preferred

🏝️ Benefits

• Primarily remote work

• Comprehensive benefits supporting physical, financial, and emotional health

• Opportunities for personal and professional growth

• Career advancement possibilities

• Supportive and inclusive workplace culture

• Flexible management of work and personal responsibilities

• Assistance for employees during the application/interview process for disability-related accommodations